We’re here to support you
through Coronavirus.

We understand you may be worried about the impact of coronavirus (COVID-19) and wanted to reassure you that we’re here to help you with any financial concerns you may have. 

For business banking customers, please click here.

Different ways for you to bank.

We want to make it as easy as possible for you to bank with us in a way that suits you. 

Please check the options below and if you're not already registered to use mobile, internet or telephone banking, we'd encourage you to set this up so you can continue to access your banking from home 24/7.
 

1. Use our mobile banking app and Internet Banking.  View our guides on how to set up mobile banking and Internet Banking.

2. Telephone support for those most in need. If you’re unable to find a solution online, you feel vulnerable or are in a situation where you need help today, then please contact us.

 

3. Use our new online chat service. This is our new secure way of answering your questions online. Just click the blue 'Need help? Chat to us' button on the right-hand side of this page to get started.

4. Contact your local branch if you’re in need of additional support or are facing financial difficulty. If you're unable to find the support you need online, you can contact your local branch directly - you'll find all the phone numbers in our branch locator. If you need to visit a branch in person please use the branch locator to check the opening hours before you set out. Some branches have re-opened on a Saturday to offer support on your more complex enquiries, such as discussing your account or specific help you may need with your finances. Our counter service will not be available in these branches on a Saturday. We’re following the latest government guidance and continue to apply social distancing in our branches. TSB supports the NHS Test and Trace service (Test Trace Protect in Wales, and Test and Protect in Scotland). We may share your contact details with the relevant authorities if requested. Please visit the government Test and Trace web page for more information.
 

5. You can also use your local Post Office® branch to pay in cash and cheques and check your balance, and if you have a current account with us you can also withdraw cash. For more information on branches and services available visit postoffice.co.uk/tsb-bank

Post Office® is a registered trademark of Royal Mail.

6. Support from friends or family. If you need help to manage your finances you can give a trusted family or friend access to your account. You can request this by completing the form at the third party access page or, if you’d rather speak to a TSB Partner, calling your local branch.

Face coverings in our branches.

We’re following the latest government rules and we ask that you please wear a face covering in our branches. We appreciate there will be circumstances when this isn’t possible, and we’ll be mindful of when this happens. For example, you may not be able to wear a face covering due to a physical or mental illness, impairment or disability. Similarly, if you need one of our Partners to temporarily remove their face covering to help you communicate with them, we can do so. We may also ask you to temporarily remove your face covering for ID purposes.

For further guidance, please visit the government’s information pages on face coverings (UK, Scotland, Wales).

Fraud awareness 

Find out how criminals are using texts, emails and phone calls to scam people out of their money during the coronavirus outbreak. Here’s our Head of Fraud Ashley Hart with what to look out for. 
 

Become fraud aware

Supporting your individual needs 

Find out how we're committed to tailoring our service to support your individual short and long-term needs. Here’s Carol Anderson our Director of Branch Banking with how to talk to us if you’re in need of additional support or are facing financial difficulty.

Get more support

Support with your mortgage, if you have concerns about your finances.

We understand you may be worried about the impact of coronavirus (COVID-19) and we want to reassure you that we are here to help you with any financial concerns you may have.

If you've been financially impacted by COVID-19 and this is affecting your ability to meet your monthly mortgage payment, then you can request a repayment holiday. You can defer some or all of your monthly mortgage payments, up to six months in total, in periods of up to three months at a time. The application deadline is 31 March 2021 and all repayment holidays must end by 31 July 2021. After 31 March 2021, you can extend an existing repayment holiday until the 31 July 2021 as long as your request doesn’t go over the six month limit and there are no breaks in the repayment holiday.

This is available to all customers including those in arrears. If you can maintain your mortgage payments, you should continue to do so as this will be in your best interests longer term. Find out how to apply for a Mortgage Repayment Holiday and whether you’re eligible.

If you continue to be impacted by COVID-19 and have already taken a payment deferral for six months, we’re still here to help. Please complete an income and expenditure form and we’ll get back to you within five working days. Alternatively, you can call us on 0345 835 3374. We’re here from 8am – 7.30pm Monday to Friday (except bank holidays) and 8am – 12.30pm on Saturdays.

If you take a repayment holiday you will pay more interest overall. It is important that if you can afford to make repayments, you continue to do so. We do not report any payments deferred by your repayment holiday to the credit reference agencies as being missed payments. If your account is up to date, it will continue to be reported as being up to date with payments for the duration of your repayment holiday. If your account is currently in arrears please note that the existing arrears will continue to be reported but will not reflect any deterioration due to the payment holiday. The balance reported will increase in line with the accrued interest in either case. Other factors including any existing arrears may affect your credit file or your ability to obtain credit.

Fixed Rate Bonds

Impacted customers holding Fixed Rate Bonds can close their accounts to gain early access to their money. Customers will also be able to access savings in Fixed Rate Cash ISAs and the early withdrawal charge will not apply during this period.  Please note, that if you do withdraw from your Fixed Rate ISA, you will lose the tax-free benefit on this amount.   

 
 
 

ATM Cards

If you hold an ATM card with your TSB savings account you can now withdraw cash (limit of £200 per day) at the Post Office using this card.

Credit card repayment holiday

If you’ve already had a credit card repayment holiday and continue to be impacted by Covid-19, please visit www.tsb.co.uk/cardsfurtherhelp.

If you’ve not had a repayment holiday before:

  • You need to be up to date with your credit card repayments or have missed no more than one payment.
  • The account should be held in your name.
  • You must not be in the process of making a credit card protection insurance claim.
  • If we have written to you about Persistent Debt you are still able to request a repayment holiday.
  • If you have missed more than one payment to your credit card you will not be automatically eligible for a repayment holiday, please contact us on 0345 600 8972 to speak to one of our Partners.

We pride ourselves on being a responsible lender

Repayment holidays are only temporary and not intended to help solve longer term money troubles, so if you’re struggling to make your monthly repayments, please get in contact with us. We have a range of options that may be able to help you.

Important information to think about before you request a repayment holiday

If you pay interest on your credit card

  • Your balance at the end of a 3-month repayment holiday will have increased from £5,000 to £5,286.
  • Your minimum monthly payment will have increased from £144 to £152.
  • Interest will continue to accrue on your balance, and you'll pay more interest overall because your balance will be higher
  • At the end of the holiday, the minimum payment will be higher than you would normally see as interest will continue to be charged on your balance. It will also be higher if you spend on your card during the repayment holiday.
  • If you find you can make any payments to your card during this time, please do so because this will help reduce the extra interest you'll have to pay. Making any payments will not affect the rest of your repayment holiday term.

Illustrations of the potential increase in balances and minimum payments as a result of a 3-month credit card repayment holiday

1. A credit card balance of £5,000 with an interest rate of 24.95%, assuming no spend*

  • Your balance at the end of a 3-month repayment holiday will have increased from £5,000 to £5,286.
  • Your minimum monthly payment will have increased from £144 to £152.

2. A credit card balance of £15,000 with an interest rate of 29.95%, assuming no spend*

  • Your balance at the end of a 3-month repayment holiday will have increased from £15,000 to £16,015.
  • Your minimum monthly payment will have increased from £481 to £514.

3. A credit card balance of £5,000 with an interest rate of 24.95%, assuming a monthly spend of £200 on the card*

  • Your balance at the end of a 3-month repayment holiday will have increased from £5,000 to £5,909.
  • Your minimum monthly payment will have increased from £147 to £174.

*Please note that we strongly recommend that you do not spend on you card unless absolutely necessary during the repayment holiday as this will increase the length of time it will take you to repay your balance.

How the repayment holiday works

  • Taking a repayment holiday at this time will not be reported as a missed payment on your credit file. However, please note that other factors may affect your credit file or your ability to obtain credit.
  • You can continue spending on your card, up to your credit limit. If you go over your credit limit, you will be charged £12 which will be added to your credit card balance and this will have a negative impact on your credit record.
  • Deferring your payments in this way will mean that it may take longer to repay your credit card balance.
  • If your request for a repayment holiday is approved and you have already missed one payment to your credit card, the month in which this was due will be treated as the first month of your 3-month repayment holiday extension. This means that your account will no longer be in arrears and we'll remove the missed payment from your credit record.
  • If your request for a repayment holiday is approved you do not need to cancel your Direct Debit as we will not take the payment during the repayment holiday. However, if you have a payment due within the next 7 working days and are worried that you cannot afford this payment, please cancel the Direct Debit with your current account provider. Please check with your provider whether you are able to cancel the Direct Debit, as sometimes this can’t be done if the payment date is soon, meaning it will still be taken. If you have a Direct Debit set up from a TSB current account, you would need to let us know the day before the due date of the payment. If you have set up a standing order to pay your credit card you will need to cancel it during your repayment holiday.
  • At the end of the repayment holiday extension, you will need to start paying at least your minimum monthly payment again, as shown on your statement.
  • If you are experiencing longer-term financial difficulties, or if you need extra help to understand how this impacts you, we are here to help, so please contact us as soon as possible.

How to request a repayment holiday

You will need to complete our online form which can be found by clicking on the button below.

We will aim to complete your request within 5 to 7 working days, excluding requests made on bank holidays and at the weekend. We will email you to confirm whether your repayment holiday has been successful and when you’ll need to start making future payments again.

Check out our privacy policy at https://www.tsb.co.uk/privacy/ for information on how your data is used.

Find out how to apply for a Credit Card Repayment Holiday

Cash machine withdrawals

Personal current account customers can now withdraw up to £500 from UK cash machines.

Apply for an Arranged Overdraft

Customers may apply for an Arranged Overdraft, or an increase to their Arranged Overdraft limit to provide short term relief on their outgoings. Overdrafts are subject to approval. The quickest and easiest way to apply is via Internet Banking.

Are you facing temporary difficulties with your finances?

We appreciate that this may be a difficult time. If you are in or at risk of financial difficultly because of impacts of coronavirus, we’re here to help.

If you have any concerns about managing your overdraft and would like to discuss it just book an appointment at your local TSB branch or call us on 03459 758 758. We will be happy to help.

The travel insurance claims line is currently experiencing high call volumes. To allow us to prioritise customers, we are asking you to only call if you were due to travel within the next 7 days. Before making a claim, please ensure you have contacted your travel and accommodation provider to discuss a refund, as travel insurance only provides cover for your non-refundable costs.

Find out about our travel insurance and coronavirus (COVID-19) advice for travellers with a TSB Added Value Account.

We understand you may be worried about the impact of coronavirus (COVID-19) and we want to reassure you that we are here to help you with any financial concerns you may have. The Financial Conduct Authority (FCA) will shortly be updating their guidance on loans repayment holidays in response to the Government announced measures. We will then review the support for our customers and update our website with any changes. It is important that if you can afford to make repayments, you continue to do so.

  • If, due to COVID-19 impacts, you are struggling to make payments to your loan, we may be able to offer you a temporary repayment holiday – see below for further information
  • If you’ve already had a three-month repayment holiday due to COVID-19 and continue to be impacted financially, please visit tsb.co.uk/loansfurtherhelp and complete the form so we can provide you with the right support.

Please think carefully before requesting a repayment holiday, as they are not suitable for everyone and it will cost you more overall.

Personal loan customers may apply for a repayment holiday to provide short term relief to their outgoings. Repayment holidays are subject to approval. If you take a repayment holiday, you will pay more interest overall. If you take a repayment holiday, your payments will be deferred, and you will pay more interest overall. Taking a payment holiday at this time will not be reported as missed payments for your credit file. However, please be aware that other factors may affect your credit file or your ability to obtain credit. There are two repayment holiday options available:

  1. You can request up to two one-month, non-consecutive repayment holidays every rolling 12 months. You must be up to date with your repayments.

    The quickest and easiest way to apply is via internet banking. This way you will receive an instant decision and you can also check your eligibility before you apply.

  2. Request an extended repayment holiday for three consecutive months specifically to support any financial relief during the current COVID-19 lockdown.

    This option applies to customers that are both up to date with their repayments or have missed no more than one payment. And have not already taken 6 repayment holidays in the last 12 months. To request an extended repayment holiday, you will need to complete a repayment holiday request using the form on our Loan Repayment Holiday page. Please bear in mind you will not receive an instant response as it can take up to 2 working days to provide a decision.

    If you’ve already had a three-month repayment holiday due to COVID-19 and continue to be impacted financially, please visit tsb.co.uk/loansfurtherhelp and complete the form.

    If you’ve already taken a total of 6 repayment holidays in the last 12 months and continue to be impacted financially, please visit tsb.co.uk/help-and-support/managing-debt and complete the ‘income and expenditure form for sole account holders’ under the budgeting section. We’ll then call you within five working days to discuss your payment options and any further support we can provide you with.

We understand that our customers may be worried about the impact of coronavirus (COVID-19) and want to reassure you that we’re here to help you with any financial concerns you may have.

1. Payment holiday
  • If you are struggling financially and need help, then you may be able to defer your monthly home insurance payment. This can be applied for 1 month at a time, for up to 3 months.
     
 
 
 
2. Amending your level of cover
  • Are you paying for elements of home insurance that you no longer need? TSB’s Pick and Protect home insurance allows you to add, remove and change the cover you need, as many times as you wish, and we do not charge a fee. We encourage you to regularly review your cover.
     
  • There may be additional cover which is now more important to you, such as accidental contents, as you are currently at home more? Cover can be changed or added at any time, you do not need to wait for your insurance renewal. We do not charge a fee to do this.
     
  • If you wish to cancel your home insurance policy, we do not charge a fee for cancellation of your insurance, and you are free to cancel or change your cover at any time. Before you do this, you should make sure this is the right thing for you to do. If you have a mortgage, it may be a condition of the mortgage that adequate buildings insurance is in place.
     
Call 0345 030 8799, if you wish to make changes to your home insurance policy
 
 
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